AccountId: 011433970860
ContactId: 4e4007c4-ebd5-4dac-b15f-e662ad8e70ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107550 ms
Total Talk Time (AGENT): 40247 ms
Total Talk Time (CUSTOMER): 34005 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/4e4007c4-ebd5-4dac-b15f-e662ad8e70ef_20250417T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is, um, [PII] last initial [PII]. I'm calling from an outpatient facility. I just want to know if a patient's plan is still active.
[AGENT][POSITIVE] Yes ma'am, I can help you with that today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 1475605, M as in Mary, L as in lion, 7.
[AGENT][POSITIVE] OK perfect and then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and it looks like this policy is no longer active.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] The policy termed on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] When was the uh start date?
[AGENT][NEUTRAL] The effective date was [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yeah, you're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That was everything. Have a good one.
[AGENT][POSITIVE] OK. Thanks for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.